Gambloria Casino - プレイヤーのアカウントは閉鎖され、賞金は没収されました。

Hello CasinoGuru Team,

My name is L******** T****** R******** and I am submitting a complaint against the online casino at 45gambloria19.com.

My account email is L*******@*****.be

.

I requested a withdrawal of approximately €3,700, which I won legitimately. Immediately afterwards, my account was permanently closed. The casino claims that my "verification failed" and that my documents were "fraudulent".

Here is what they wrote to me:

"Your account has been permanently closed due to the failure of the verification procedure. Fraudulent documents may result in the confiscation of deposits and winnings."

This claim is completely untrue.

I have never submitted any falsified documents.

I provided:

A valid ID

A valid proof of address

All documents requested by the casino

The casino did not:

Specify what was supposedly wrong

Request new documents

Provide any proof of falsification

Give me an opportunity to correct anything

They simply confiscated my winnings and closed my account.

This is clearly an unfair practice and an abuse of the KYC rules.

I respectfully request your assistance to:

Demand evidence of the fraud accusation

Force the casino to follow proper verification procedures

Recover my €3,700 winnings

Reopen my account or allow me to withdraw my balance

I am ready to provide all necessary evidence:

My ID and proof of address

Full email correspondence

Screenshots of the casino message

Deposit and withdrawal history

Proof of account closure

Thank you very much for your help.

— L****** T***** R*******

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear leonardo_tenorior,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.  

• Could you please advise which games you focused on - slots, live casino, sports betting, etc.?  
• How long have you been a player at this casino, please?  
• Did you accumulate your winnings with or without an active bonus?  

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.  

Best regards,  

Katarina

Hello,

I won a very large portion of my winnings playing slots at Gambloria Casino.

I think I've been a player at this casino for two or three months.

I accumulated winnings without bonuses.

But I don't quite understand the relevance of these questions.

This casino refuses to return my winnings even though my documents are in order.

I demand the full €3700 I won!

Dear leonardo_tenorior,

thank you for your reply.

Could you please forward all communications you have had with this casino to katarina.d@casino.guru. This includes emails, live chat transcripts, and any accompanying screenshots.

Kindly notify me here in the thread once the email has been sent.

Looking forward to your reply.

Katarina

Hello,

I sent you an email with the requested documents.

l******* T*******

Dear leonardo_tenorior,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Michal (michal.k@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Katarina

Hello leonardo_tenorior,

I'm Michal, and I have taken over your complaint. I have reviewed your case, and I will contact the casino to shed more light on this matter and see if I can help somehow.

We would like to invite Gambloria Casino to join the conversation.

Dear Gambloria Casino,

Could you please provide more details regarding the allegedly fraudulent documents submitted by the player?

What led you to this decision?

If there are any additional factors influencing the situation that cannot be disclosed publicly, please feel free to share them with me directly at michal.k@casino.guru

What happens if they don't respond? They don't have the right to take my money like that when I'm in good standing... I don't understand how anyone can steal from people like that!

Hello leonardo_tenorior,

Thank you for reaching out to us with your case.

We would like to let you know your account has been permanently closed due to failing to pass the KYC procedure.

In accordance with articles 2.4 and 2.5 of our "Accounts, Payments and Bonuses" section:

2.4. We reserve the right to carry out an identity verification for each customer upon their first withdrawal. This verification may include, in particular, copies of passport, national identity card, utility bills and/or bank cards used for the deposit.

2.5. It is the player's responsibility to ensure the authenticity of all documents provided as part of the KYC (Know Your Customer) procedure. Providing falsified or fraudulent documents may result in the confiscation of the player's deposits and any potential winnings.

You can only use your personal credit/debit card or any other payment method to fund your account. The name on the credit cards or payment accounts used for deposits and withdrawals must match the name on your account.

The winning deposits have been refunded to the bank card via a reversal operation.

We remind you that our relationship is primarily governed by the Terms and Conditions that you knowingly accepted upon registration. We strictly adhere to these rules and expect the same from our users. The casino does not tolerate any violation of its Terms and Conditions.

Thank you for understanding.

Hello Michal,

We have forwarded an email to you regarding the case. Please check it out at your earliest convenience. 

Best regards,

Gambloria Casino

Hello Michal,

Thank you for the update.

I would like to clarify that the bank account used for deposits is a joint account, and my name is clearly listed on it.

I would also like to point out that nowhere in Gambloria Casino’s Terms and Conditions is it stated that joint bank accounts are not accepted.

The casino has not specified which document was allegedly fraudulent, nor provided any concrete evidence of falsification.

Additionally, the casino accepted all deposits without issue and only raised concerns after a withdrawal was requested, which raises serious concerns.

I kindly ask the casino to clearly indicate:

Which specific document is considered fraudulent

Which exact rule prohibits the use of a joint bank account

I am fully willing to cooperate and provide any additional clarification if needed.

Kind regards,

T**** R***** L*******

Dear Gambloria Casino,

Thank you for your email with the information and evidence. I have responded back with some further enquiries and am looking forward to your reply.

Dear leonardo_tenorior,

Can you please confirm if your wife or anyone else from your friends or family has an account with Gambloria Casino?

If so, have you played at the casino simultaneously or around the same time from the same location as they—perhaps during a visit or gathering?

Additionally, can you please clarify why you have chosen to use an email lis*******ve@live.be for registration in the casino, which rather suggests it belongs to a female?

Hello Michal,

Thank you for your message. I would like to clarify the situation and answer your questions as accurately as possible.

1. Other accounts / multiple players

Neither my wife nor any other family member or friend has an account with Gambloria Casino. I am the only person who has ever played on this casino. There was no simultaneous play, no shared accounts, and no coordinated activity from the same location.

2. KYC selfie issue

Regarding the selfie verification, there was a misunderstanding. When I was asked to take a selfie for identity verification, my wife briefly took my phone, thinking I was simply taking a normal photo. As a result, her face appeared in the selfie.

This was not intentional, not fraudulent, and not an attempt to deceive the casino. As soon as I realized the mistake, I tried to redo the verification correctly, but I was not given a second chance.

3. Email address used for registration

The email address used for registration is an email address that my wife and I both use. We live together and share this email address for daily use.

This does not change the fact that I am the account holder, I created the casino account myself, and I was the one who played and deposited funds.

4. Documents and proof of identity

I have provided all requested documents proving my identity and my deposits, including documents showing that the payment method used belongs to a joint bank account where my name clearly appears.

I can also provide an official household certificate / proof of cohabitation to confirm that my wife and I live together, which explains both the shared email address and the joint bank account.

5. Funds and winnings

I have already received a refund of approximately €200 corresponding to my deposits. I am therefore requesting the remaining €3,500 in winnings, which were obtained fairly.

I want to clearly state that I did not commit any fraud. I acted in good faith at all times, cooperated fully with the KYC process, and provided every document requested.

I respectfully believe that a permanent account closure and confiscation of winnings due to an honest mistake during selfie verification is disproportionate, especially since my identity has otherwise been fully verified.

Thank you for your time and for reviewing my explanations. I remain fully available if any additional clarification or documents are needed.

Kind regards,

leonardo Tenorio Ramirez

I would also like to point out that two representatives of Gambloria Casino explicitly informed me that my withdrawal of €3,700.44 had already been processed and was being transferred to my bank account.

However, no such transfer was ever made, and I can provide clear evidence (chat screenshots and bank statements) proving that these statements were false.

This misinformation caused me to believe that the issue was resolved, which was not the case. I believe this is an important element to consider when assessing the fairness and transparency of the casino’s actions in my case.

Dear leonardo_tenorior,

Thank you for providing the additional information and the live chat screenshots. It is somewhat unusual for a casino to continue disbursing winnings after a player has been accused of potential fraud; however, we will await further clarification from the casino team before drawing any conclusions.

Dear Gambloria Casino,

I am awaiting your response to my email and look forward to your clarification regarding the "promised" disbursement of the player’s winnings, as proven by the livechat agent.

Dear Michal,

We have provided an answer via email. Please review it at your earliest convenience.

Best regards,

Gambloria Casino

Dear Gambloria Casino,

Thank you for your email containing the extra information. I have replied with my thoughts on how we can move forward with this case, and I am looking forward to your response.

Dear leonardo_tenorior,

I have received additional information from the casino team. You had 32 chats between 16 November (date of the failed KYC decision) and 21 November. Your repeated chats have confused the operators. As you reached out to a live chat almost immediately after you received an email about the failed KYC. The livechat agent did not have the most up-to-date information at that time, as the KYC and AML process is handled by a different team, which is why the agent, Astris, incorrectly informed you that the withdrawal was or will be processed.

This being said, can you please confirm which email addresses, apart from the lis*******ve@live.be, you are using to register on various websites or services? For example, a telephone operator, insurance, social networks (Facebook, Instagram, X (Twitter), TikTok, etc.), internet provider, utility providers (water, electricity, gas, etc.), banking app, etc.

Hello Michal,

Apart from the lis******ve@live.be

 address, I use a separate personal email address registered in my own name, which I mainly use for administrative and official matters.

The lis******ve@live.be

 email address is a shared household email that my wife and I both use for everyday communication. Using this shared email does not mean that anyone else accessed or controlled my Gambloria account.

I confirm clearly that I was the sole account holder, the only person who played, and the only one who made deposits on Gambloria.

Kind regards,

Leonardo

Dear leonardo_tenorior,

Thank you for your response; however, it has not fully answered my question. Please write down the other email addresses you use, either here in the complaint thread, and I will set it as private, or, if you prefer, you can send it privately and directly to my email at michal.k@casino.guru

Dear leonardo_tenorior,

Thank you for your response. Did you use or do you use your personal email for creating or logging into your customer accounts with your utility providers (electricity, water, gas, etc.), council-related accounts, tax office, banks, and social networks?

Dear Michal,

Thank you for your question.

Yes, I do have and use a personal email address in my own name for certain services such as some official or administrative matters, and personal accounts.

The email address used to register at Gambloria is a shared household email address that my wife and I both use for everyday communication. Using this shared email does not mean that my wife accessed or controlled my Gambloria account at any time.

I confirm once again that I was the sole account holder, the only person who played, and the only one who made deposits on the Gambloria account.

Please let me know if you need any additional clarification.

Kind regards,

Leonardo

Hello,

I hope you are doing well.

As the response timer has now expired, I just wanted to kindly check whether there is any update regarding the review of my case.

I fully understand these matters can take time and I remain available for any further clarification if needed.

Thank you very much for your assistance.

Kind regards,

Leonardo

Dear leonardo_tenorior,

I have reached out to you via email and am awaiting your clarification.

Hello,

I sent you the evidence by email.

Kind regards,

Leonardo

Dear leonardo_tenorior,

Thank you for your email.

Dear Gambloria Casino,

I have reached out via email to you and am awaiting your response.

Hello Michal,

We’ve forwarded an email containing the details of the case. Please review it at your earliest convenience.

Thank you for your understanding and patience.

Best regards,

Gambloria Casino

Thank you for all the information and evidence provided, Gambloria Casino Team.

Dear leonardo_tenorior,

Thank you for your patience while we carefully reviewed the information and evidence provided by both you and the casino.

After thorough consideration, I regret to inform you that we cannot pursue your case further. You have failed to pass the KYC and AML verification process. This decision is based on legitimate reasons identified during the review. While I understand that you may not be fully familiar with the procedures related to Know Your Customer (KYC) and Anti-Money Laundering (AML), it is crucial to recognise that these processes are standard within the industry and mandated by the authorities. Their purpose is to confirm the true identity of the account holder and to ensure account security.

Since you created an account using a shared email address, this violates the industry standard rules that require players to provide their accurate personal information, including their own personal contact details, ensuring that no third party has access to their accounts. Furthermore, you did not pass the liveliness check, which is a vital component of the KYC process. Only the actual owner of the device and the casino account should participate in this verification. Consequently, you did not meet the necessary criteria to successfully complete the KYC and AML process.

While we cannot definitively assert that this situation was not (although it is very unlikely) merely an unfortunate coincidence, the casinos have established KYC and AML processes that every player must adhere to, and the casinos are obligated to apply their KYC and AML procedures consistently to all players. Unfortunately, you have not met these requirements in this instance.

Based on our review of the situation, the casino has acted in accordance with its terms and conditions, which were accepted at the time of account registration, and we have not identified any actions by the casino team that we would consider unfair. For this reason, we must sadly proceed with closing your complaint as rejected.

I understand this may not be the outcome you were hoping for, but after careful consideration, we must uphold the casino’s decision in this case. Should you still feel that you have been treated unfairly by the casino, you are welcome to raise the matter with the casino’s licensing authority or the relevant body in your jurisdiction. However, we are unable to provide further assistance regarding this specific case.

I am sorry that we could not be of more help on this occasion. For future reference, we strongly recommend using only your own personal information and personal contact details to which no one else has access.

Should you experience any issues with this or any other casino in the future, please do not hesitate to contact us, and we will try our best assist you.

Best regards,

Michal

Casino Guru